Customer Experience Lead

Náplň práce, právomoci a zodpovednosti:
We´re looking for a customer-oriented marketer who has an experience in team leadership (preferably in customer support or marketing department) to join e-commerce company within Europe.

You will lead a team of CX department (consisting of CRM team and UI/UX team). Together you will be the guardians of customer perspective across entire company, with special focus on DTC customer journey in Europe.

Customer satisfaction and, pleasurable consumer purchase experience, and last, but not least, customer retention, will be in your hands.


- Monitoring, reporting and acting upon customer sentiment metrics and their feedback; leading a CRM team to deliver the best-in-class one-on-one support to customers
- Prioritizing UI/UX features of the e-shops; leading a DEV team to deliver top-notch solutions
- Identifying customer needs and taking proactive steps to maintain positive experience
- Evaluating A/B test results
- Developing your team professionally and personally
- Managing cross-department and cross-country projects to improve processes
- Providing connection between all departments in CX topics
- Actively participating in international CX team projects
- Proactively responding to new CX trends and business changes

Zamestnanecké výhody, benefity:
- Teambuildings – Meet your colleagues in informal setting like Family day and let yourself loose during our Christmas and Summer parties. One thing we can assure you of is that in BBG we know how to party.
- Coffee bar – Help yourself to sweets and fresh fruit, sparkling water, tea or coffee to the heart’s content.
- Employee discounts – Save 30% on anything from our Klarstein portfolio you will surely choose something from 2500 products we have on offer.
- Multisport card – Free access to hundreds of sport centres, wellness centres, gyms or classes (yoga, dance, etc.) all around the country. Almost completely paid for by us.
- Bonuses for special occasions – We realize, that work is only a part of your life, and will support you on your personal journey as well. 
- Sick days – On top of an annual leave, you have a few paid sick days you can use to recover.
- Slovnaft BAjk – If you want to commute by bicycle, we will chip in on your Slovnaft BAjk subscription (bike sharing in Bratislava).
- A wide range of courses – Increase your professional expertise, get hang of people skills or anything else that will help your professional (and personal) life. Courses, books or online library is on your fingertips.
- English/German/Slovak lessons – Learn new language or step up your game on one of the professional courses. You can join a lessons with a professional lector online from anywhere!
- We offer also place you can leave your bike and after that you can chill in our chill zone, or just took a massage from our massage chair.

Požiadavky na zamestnanca:
- You have at least 3 years working experience as CX specialist / Customer support TL / - Customer oriented marketing TL
- You speak and write fluently Slovak and English
- Pro-customer oriented mindset
- Analytical thinking - experience with PowerBI is a big plus
- Entrepreneural thinking – ability to take ownership of complex and ambiguous tasks
- Problem solving – identifying root causes (even outside the department) and clearly communicating actions to be taken to resolve the issues
- Experience in leading teams and setting up structures in multi-national companies is a big plus